poland in the heart of innovation europe
TRANSCRIPT
• Enhance the co-operation• Sharing the best practices• Introducing industry standards• Bringing the voice of customer
=> Client-o-mania
Polish CALL CENTER Forum
CALL CENTER• The Advantage of being late (1990 -)• Follow the european pack
CONTACT CENTER• HIGH penetration of Internet banking• HEAVY USE of mobile application
COMAND CENTER• Open minded, Entusiastic, Ready for new trends• mobile EXPERIENCE IN PLACE
POLISH CC MARKET
Connected home, Poland 2015
I AM USING
Not Yet, but Interested
Not inetrested at all
SMARTPHONES PENETRATION, Poland 2015
MOBILE in Poland (1)
ONLINE: HOURS SPENT
WIFIMOBILE
NOT CONNECTED
• Open minded, Entusiastic, Ready for new trends
ENTHUSiAST DEMANDING
PRAGMATIC CAREFUll
Mobile payments, Poland 2014
Often: Once a week
SOMETIMES: I used to
Not Yet, but Interested
HAVE NO iDEA
Not inetrested at all
MOBILE IN POLAND (2)
LAST MONTHUSUALY
Transfers A
Transfers B
Transfers C
COMMUNICATION• MOBILE EXPERIENCE IN PLACE
#1: Keeping your customers happy
#2: Real people. Great Attitudes. Outstanding Services
#3: Real EMOTIONS in virtual WORLD
#4: Customer experience integration
#5: Social media command center - unique user experience
#6: One way, two WAY, three way video
#7: Virtual branch
#8: Gamification - long-term employee engagement
#9: People. Process. Place.
#10: Contact Center 3.0 - Intelligent robots in contact center
#1: Keeping your customers happy
• Satisfaction is not enough• Positive experience• Ease of use – intuitive & natural• WOW• Make Them REAlly Happy
#2: Real people. Great Attitudes. Outstanding Services
• Changing the organization concept• Focus on customer (not on script)• Confidence due to competence• Make Them Happy, too
#3: Real EMOTIONS in virtual WORLD
• Non verbal communication• EmpatHy counts, too• Personalization• DON’t let them get Lost
#4: Customer experience integration
• Strategy to action• All elements counts• Synergy• Brand experience is the key
#5: Social media command center- unique user experience
• Digital natives• Social media is real• Fight for them• Social universe
#6: One way, two WAY or three way video
• Open standards (skype, facetime, …)• Here and now• Body language & emotions• personalization
#7: Virtual branch– Real EMOTIONS in virtual WORLD
• Automated transactions• Every second counts• Need for support !!!• New challenge for „old” REPS
#8: Gamification- long-term employee engagement
• The crisis of engagemeNt• Play like kid/teenager• LONG term HR strategy• Social environment
#9: People. Process. Place.
• People are the key• Process to follow• Places & spaces• The environment• Investment, not a cost
#10: Contact Center 3.0 - Intelligent connections
• 85% "go to robots”• 15% need direct contact• Human: EmpatHy & support• Routing & personalization
#1: Keeping your customers happy
#2: Real people. Great Attitudes. Outstanding Services
#3: Real EMOTIONS in virtual WORLD
#4: Customer experience integration
#5: Social media command center - unique user experience
#6: One way, two WAY, three way video
#7: Virtual branch
#8: Gamification - long-term employee engagement
#9: People. Process. Place.
#10: Contact Center 3.0 - Intelligent robots in contact center
Jutro to dziś — tyle że jutro…
„Tomorrow” is „Today”;- ONLY BUT tomorrow …
Sławomir Mrożek1930 - 2013
